We are surrounded by oodles of information in the form of documents, portals, enterprise platforms, rich media, etc. Businesses are constantly churning more content to elevate the experience of internal and external users. Sadly, more content is not the elixir for all problems. In an age where people are accustomed…
*Drum Roll* We’re back! :D Another ebullient release, Colubridae ‘22, has just landed! It embodies everything you asked for and much more! Being on par with the competitive price and quality only goes as far as keeping businesses in the game. Stellar customer service, on the other hand, enables organizations…
The global market for knowledge management is projected to reach a whopping size of US$1.1 Trillion by 2026, up from US$381.5 Billion in the year 2020. The success or failure of today’s customer service predominantly hinges on knowledge management. Picture this: when a customer hits a snag with one of…
With digitalization in full swing, content has become the cornerstone of all CX efforts. But with so many organizations treading the same digital path, how can you ensure your content stream is standing out from the crowd? The answer lies in the quality of content and its experience. That is…
Knowledge lies at the core of every contact center and is critical to their success. It is how agents solve a problem or what they pass on to the customers as a fix. But not too long ago, organizations realized an inherent truth—knowledge continued to live only in the minds…
With the rise of customer journey analytics, and analysis to correlate customer experience with subscription renewals and account expansion, technology companies are identifying the support experience as a primary driver of customer success. There have been extensive investments in support technology related to both assisted and unassisted support. However, TSIA’s…
Knowledge is power, but only if it is shared. This is why organizations emphasize knowledge management. An efficacious KM program ameliorates self-service, reduces employee effort, improves customer onboarding, drives support ROI, and the list goes on. Fun Fact: As per TSIA, employee-facing and customer-facing knowledge programs get an average rating…
The SaaS industry is riding the hyper-digitization wave. That has changed the way CX is perceived. Low-code development platforms, AI-infused innovations, and XaaS or ‘everything-as-a-service’ business models got their moment in the sun. But with evolving customer attitudes and behaviors, CX professionals are having a hard time keeping up and…
Contact centers play a critical role in amplifying retention and rendering stellar CX at scale. However, they are still perceived as cost centers despite their rapid growth and potential. And why is that? Outmoded technology coupled with poor execution leads to unpleasant experiences for individuals on both ends of a…
Human language is complex, ambiguous, and diverse. Comprehending the written and spoken word is a piece of cake for humans. However, it can be quite challenging for computers or machines. Thousands of queries are run every second, and classifying them in the correct class is paramount for generating relevant search…
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